Vice President of Implementation & Support

Vice President of Implementation & Support
Join us. Let's make a direct impact in healthcare.
Being an Iodine employee means becoming part of something bigger: using clinical AI technology to drive smarter healthcare processes and positively impact patient care.
Who we are:
Iodine is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.
What we're looking for:
We are searching for a passionate and experienced Vice President of Implementation & Support to lead our team in delivering exceptional customer experiences. In this role, you will be responsible for overseeing all aspects of our implementation and support function, ensuring a smooth onboarding process for new customers, and providing ongoing technical support to maximize customer success.
What you'll do:

• Develop and implement a strategic vision for the Implementation & Support functions, aligning it with the overall company goals.
• Lead and manage a high-performing team of implementation specialists, project managers and support specialists, fostering a culture of continuous improvement, operational excellence, and client-centricity.
• Deliver best in class customer experience across a range of functional responsibilities.
• Oversee the development and implementation of efficient onboarding processes for new customers.
• Design and implement robust processes for project management, resource allocation, and service delivery, ensuring timely, efficient and high-quality implementations.
• Proactively identify and address customer needs to improve satisfaction and retention.
• Collaborate with the customer education team to develop and maintain a robust knowledge base for self-service support, empowering customers to find solutions independently.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.
• Track key performance indicators (KPIs) related to onboarding success, customer satisfaction, and support effectiveness. Analyze data to identify areas for improvement and implement continuous process enhancements.
• Stay up to date on the latest industry trends and technologies.
• Provide regular performance reports and updates to senior management.

What we'd love to see:

• Bachelor's degree in business administration, Information Technology, or a related field (MBA preferred).
• A minimum of 10+ years of experience in a leadership role within a Software Delivery and Support, with a proven record of accomplishment in the SaaS industry.
• Proven track record of building and managing high-performing teams.
• In-depth understanding of SaaS onboarding best practices and methodologies.
• Experience with customer success management principles and strategies.
• Experience with IT service management (ITSM) methodologies and frameworks (e.g., ITIL).
• In-depth understanding of SaaS platforms, cloud infrastructure, and healthcare IT systems.
• Strong understanding of information security best practices and compliance requirements (HIPAA, HITRUST).
• Strong analytical and problem-solving skills.
• Excellent communication, both written and verbal.
• Excellent communication, both written and verbal, with the ability to effectively interact with customers at all levels.
• Experience within the healthcare industry (a plus).
• Ability to travel as needed.

Please note this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
What we offer:

• Health Benefits Package: Medical, Vision, Dental
• Telehealth
• Pharmacy Resources
• Savings and Spending Accounts
• Life & AD&D Insurance
• Disability Insurance
• Travel Assistance and ID Theft Protection
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Pet Insurance
• Employee Assistance Program
• Lifestyle Spending Benefit
• Legal Plan

Why should you join Iodine?
This is a unique opportunity to join a close-knit, rapidly growing team and help us improve a key piece of the organization. You will have the opportunity to drive smarter healthcare processes through technology, so hospitals can stay focused on patient care. You will join a passionate and ambitious team, with a proven record of success building multiple companies. Learn more about our company culture on Built In Austin and on our website at www.iodinesoftware.com .